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GTT Communications

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3.8

based on 106 Reviews

4 GTT Communications Jobs

Service Assurance shift manager

GTT Communications

3.8

based on 106 Reviews

5-10 years

Pune

1 vacancy

Service Assurance shift manager

GTT Communications

posted 10d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Cisco CCNA Troubleshooting DNS Sdwan

+ 3 more

Job Description

The Service Assurance shift manager will manage a team of Tier 1 staff providing first line technical support to GTT s customers across an international base. The team is responsible for the overall technical and operational quality and handling of Technical Support teams. Supporting engineers across GTT s technology platforms, they act as a validation and analysis interface with engineers and as subject matter experts when engaged with other departments and 3rd parties. The successful candidate will provide leadership and develop a Service Excellence culture within the team and department. Requires an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, manage staff who undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements. A strong emphasis on consistency and process, the team works with other GTT departments to deliver a world-class customer experience responsible for providing the highest level of support to customers across multiple geographies (EU/USA/MEA/ASIAPAC), products and market types. There is also a range of administration duties within this role. A key part is representing the entire service assurance team. There is also a range of team administration duties within this role.

Internal Departments they will interact with:

Service Desk, NMC, Tier 2, Tier 3, Supplier Management.

Main Responsibilities:

Ensure ownership for incidents/requests from ticket creation to resolution/fulfilment/closure, including Platform incidents and changes.
Understanding of and familiarity with Customers services and solutions.
Ensure Service Desk staff fulfil their responsibilities.
Ensure that staffing and skill levels are maintained by managing shift schedules for the team and across the department.
Ensure all communication is always clear, concise, meaningful, professional and efficient.
Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
Production of statistics and management reports, as required/defined by department.
Ensure work allocation and workload balance is managed to ensure clean handover from Out Of Hours to In Office Hours.
Actively participate as required in meetings (customer, 3rd party, internal, major incident), representing the Service Desk at meetings.
Liaising with Senior Management.
Undertake Talent Management activities as needed/defined.
Perform line-management for all team or department members, including regular 1-2-1s, performance review, development activities.
Arrange staff training and awareness sessions.
Coach/guide staff.
Measure, monitor and manage staff performance (productivity, quality, other department metrics).
Undertake quality evaluations as needed/defined and provide feedback to staff.
Ensure regular team meetings with staff to provide them updates on the department and company.
Act as an escalation point where difficult or controversial calls are received.
Ensure that tickets are being escalated where progress is stalling, to the correct level or team (managerial or technical) which may include 3rd Parties or other non-Assurance functions.
Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment, where needed.
Communication with customers - keeping them informed for escalated tickets.
Report, manage and own any events that impact the Service Desk from fulfilling its responsibilities.

Identify need for Problem Management where applicable.
Conducting customer satisfaction call backs/surveys as agreed, analyzing what is working and what isn t, addressing gaps and identifying opportunities for improvement.
Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.
Support and participate as required in any Assurance related programmes.
Support the Line Manager / Department Manager, undertaking ad hoc/delegated tasks of a similar level and responsibility as may be required.
Lead by example.

Ideal Candidate Profile:

General

MS Office - Intermediate (advanced).
Excellent knowledge of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT)

Experience

5+ years Customer Service/TAC experience in a telecommunications environment
12+ months experience in Customer Service/Contact Centre/ Help Desk / Team leader / People Management role (must).
Experience/knowledge of Shift working.
24+ x months in a process driven organization (must).
Experience working in a multi-cultural/international environment (must).
Experience in fault diagnosis/troubleshooting and fulfilling requests (must).

Knowledge

In depth ICT industry understanding (must).
Awareness and understanding of process framework(s) - ITIL Foundation/ITIL Operations (desirable).

Essential Criteria:

Technical

Awareness/understanding of optical technologies (must).
Understanding of Cisco/Juniper hardware/software - routers/switches (must).
Knowledge and understanding of TCP/IP (OSI) model (must).
Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues (must).

Languages

English - fluent (mandatory).

Desirable Criteria:

Technical

Awareness/understanding of Hosting and Security products (desirable).
Awareness/understanding of Unified Conferencing products (video, Skype for Business) (desirable).
Understanding the basic functions of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs (must).
Knowledge and understanding of different types of common WAN connections (must).
Knowledge and understanding of Transmission networks and technologies (Fibre optics, Colocation, PDH, SDH, ATM, Frame Relay, Wavelength, Ethernet, xDSL (must).
Knowledge and understanding of SDWAN Solutions and should be able to develop self regularly during the course.
Should be able to train Tier 1 and commit to continuous development of the team technically in at all the emerging technologies.
Should have knowledge of BGP, MPLS and VPLS protocols including L2/L3 VPN.
Should have knowledge of Fortinets, velocould and should be able to troubleshoot the complex issues with in GTT Network.

Other Similar Job Functions:

Supervisor/Team Leader/Manager or senior role in any of the following functions:

Contact Centre
Helpdesk
Service Desk
1st Line Support
Incident Manager
GTT s Suppliers

Qualifications/Courses:

BSc/BE/BTech Degree in ICT/Telecommunications, similar discipline (either complete or in-progress) or equivalent work experience (must).
CCNA/JNCIA knowledge, Network+ or equivalent (complete or in-progress) (must).
ITIL Foundation (desirable).

Employment Type: Full Time, Permanent

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(based on 6 GTT Communications interviews)

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33%

17%

50% candidates got the interview through other sources.

Moderate Confidence

What people at GTT Communications are saying

5.0

Rating based on 2 Shift Manager reviews

Anonymous · Network Operation Center in Pune

Likes

GTT is the best place to work in terms of professional growth and stress free environment. Managers and Directors always care for the team. Always ready to help. Lots of growth opportunity.

Dislikes

It's is hardly anything to mention here dislike about GTT. However only one thing to mention is that lack of professional training course.

Read 2 reviews